Customer Experience Manager

Fence Builders Inc; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Fence Builders Inc is seeking a Customer Experience Manager to lead our customer experience and inside sales operations across the Carolinas, Tennessee, and Georgia. You will drive team performance, manage CRM processes, and ensure every customer touchpoint reflects our brand.

The role emphasizes coaching, process optimization, and close collaboration with Sales, Marketing, and Operations to improve conversion and customer satisfaction.

Qualifications

• Experience leading a customer service, call center, or inside sales team.
• Proven track record of hitting KPIs and coaching a team to do the same.
• Comfort with CRM and lead management platforms.
• Strong communication with a customer-centric focus.
• Ability to work cross-functionally and drive process improvements.

Responsibilities

• Lead CSR and Inside Sales team across the Carolinas, Tennessee, and Georgia.
• Own CSR KPIs, phone coverage, scheduling, and daily call center performance.
• Monitor call quality, missed calls, response times, and messaging.
• Backfill inbound calls and Inside Sales when needed.
• Maintain scripts, templates, procedures, and training standards.
• Own the customer journey from inquiry through handoff to Sales/Operations.
• Track lead response, booking rates, CRM activity, and revenue impact.
• Drive lead recovery and missed opportunity resolution.
• Coordinate fixes across teams for recurring experience gaps.
• Launch and manage Inside Sales efforts including outbound follow-ups.
• Track conversion, appointment generation, and lead recovery metrics.

Skills

Team leadership

Call center ops

CRM proficiency

KPI tracking

Cross-functional collab

Customer experience

Lead management

Tools

CRM platforms

Lead management tools

Job description

We're Hiring: Customer Experience Manager

Fence Builders Inc is looking for a Customer Experience Manager to lead our customer experience and inside sales operations across the Carolinas, Tennessee, and Georgia.

This is a high-impact role for someone who thrives on building strong teams, tightening up processes, and making sure every customer interaction reflects well on our brand.

What you'll own:

Team Leadership & Call Center Operations

• Manage, coach, and develop our CSR and Inside Sales team
• Own CSR KPIs, phone coverage, scheduling, and daily call center performance
• Monitor call quality, missed calls, response times, and customer messaging
• Step in as backfill for inbound calls and Inside Sales when needed
• Maintain scripts, templates, procedures, and training standards

Customer Experience & Lead Management

• Own the customer journey from first inquiry through handoff to Sales and Operations
• Track lead response, follow-up, booking rates, and CRM activity
• Spot missed or lost opportunities and drive lead recovery
• Serve as the escalation point for customer issues, ensuring timely resolution
• Identify recurring experience gaps and coordinate fixes across teams
• Launch and manage Inside Sales efforts, including outbound follow-up and rehash opportunities
• Track conversion, revenue, appointment generation, and lead recovery performance
• Coach the team on appointment setting, objection handling, and customer conversations
• Serve as the connection point between Customer Service and Marketing on lead quality and feedback
• Manage responses across lead platforms and social inboxes, including Angi, Thumbtack, and Yelp
• Own our social media presence, responding to customer complaints, questions, and comments posted on platforms like Angi and Facebook to protect our online reputation
• Monitor response time and booking rates for paid leads from channels like Meta and LSA
• Support review generation, testimonials, project photos, and other customer-driven marketing assets
• Assist with outbound email and SMS campaigns
• Maintain a weekly Customer Experience scorecard for leadership
• Track KPIs including answer rate, missed calls, speed-to-lead, booking rate, lead recovery, Inside Sales conversion, and customer satisfaction
• Keep customer interactions and lead activity accurately documented in the CRM
• Recommend process improvements that boost responsiveness, conversion, and customer satisfaction

What we're looking for:

• Experience leading a customer service, call center, or inside sales team
• A track record of hitting KPIs and coaching a team to do the same
• Comfort working in CRM and lead management platforms
• Strong communication skills and a genuine focus on the customer experience
• Ability to work cross-functionally and drive process improvement